What happens after I make a complaint?
Ombudsman staff start with an informal review of your complaint. They might ask you for more information or for your permission to talk to the organization about your complaint.
They may review the service’s policies to see if they’re fair. Or if you give them permission, they may talk to officials from the organization about your situation.
The Ombudsman can usually get faster responses and speak to more senior officials. These conversations can lead to an early resolution.
An early resolution means that the organization tries to fix the problem without going through a formal investigation. For example, the organization could:
- explain its decision
- reinstate your benefits
- give you retroactive benefits
- change an unfair policy
- apologize to you
Most complaints are resolved this way within 2 weeks.
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